When a vehicle is damaged, there are a number of factors to consider when selecting a body shop. This article provides as an overview to guide fleet managers when choosing where to have body repairs performed.
1. LOCATE A REPUTABLE SHOP
When attempting to identify a quality body shop to service a vehicle, there are a number of resources available. But perhaps the most effective one is old-fashioned word-of-mouth.
“The best way to get information on the best shop in your market is to ask the other fleets you work or compete with as to which truck/fleet repair facility they currently send their vehicles to,” says Brandon Meyer, vehicle refinish sales representative for Sherwin-Williams (www.sherwin-williams.com) – one of the largest paint producing companies in the U.S. “Customer referrals are the No. 1 driver of business in the truck/fleet refinish industry.”
Shane Skinner, CEO of Record360 (www.record360.com) – creators of a property inspection and asset condition reporting app for mobile devices, adds there are a number of online sources to follow up with after receiving a positive review via word-of-mouth, including Google, Yelp, Edmunds and Carwise. “An online review can be helpful, but I recommend reading both the positive and negative reviews before making a decision.”
Meyer suggests looking at each body shop’s website to gather more information and using the Better Business Bureau as a final place of reference to confirm the business’ performance.
Adam Smith, export marketing manager at BTB Auto Glass and Body Shop Tools (www.btbtools.com) – a manufacturer of tools for the auto glass replacement, collision repair and other industries, reminds fleet managers that quality research is their responsibility. “It’s certainly worth doing your homework because if somebody has a bad review, and you haven’t bothered to find out, then that’s your problem.”
What’s more, director of collision in North and South America for Vehicle Service Group (VSG) Bob Holland says collision repair licensing requirements vary by state, and regional and local regulations also may apply.
“Insurance companies may decline to work with an unlicensed shop, so be sure to learn what regulations exist in your region before selecting a facility,” says Holland, whose company VSG (www.vsgdover.com) is comprised of nine vehicle lifting and collision brands, including Chief Automotive Technology (www.chiefautomotive.com).
2. KEY QUALITIES
The Inter-Industry Conference on Auto Collision Repair (I-CAR) – an international not-for-profit organization that provides information, knowledge and skills required to perform complete, safe and quality repairs – awards Gold Class designations to businesses that achieve a high level of training in complete, safe and quality collision repairs.
These businesses, which make up just 10 percent of all collision repair shops, must re-qualify for the designation annually. The organization says, “proper repair techniques are changing faster than ever and yesterday’s collision repair knowledge won’t result in the proper repairs.”
Jason Bartanen, director of industry technical relations at I-CAR (www.i-car.com), explains that repair techniques are constantly evolving because vehicle manufacturers are attempting to make vehicle structures lighter, while at the same time, adding more computers, wiring and advanced safety systems.
“Today’s collision repair professionals are going to have to understand how to repair those systems,” he says. They’re going to need to get advanced training on those systems, and new equipment and processes are going to be important as well.”
- Complete repairs
According to I-CAR, complete, safe and quality repairs depend on a number of factors, including having the right training, access to OEM information and the proper tools and equipment.”
- Hidden damage
Sometimes critical damage, including structural damage that can compromise a vehicle’s integrity and increase the risk of injury, cannot be seen. I-CAR warns that damage to a vehicle’s structure can affect the operation of the car’s crumple zones and airbag timing, turning what should be a minor accident into one that can seriously jeopardize people in the vehicle.
The organization says Gold Class shops can:
- Find hidden damage.
- Perform a complete and accurate damage analysis report for front, side and rear impacts.
- Diagnose damage to restraint systems, electrical systems and advanced materials.
- Perform structural repairs and restore steering and suspension performance.
- Determine which parts can be repaired and which need to be replaced.
- Current procedures
Because of the complexity of modern automobiles, procedures needed to repair them can change significantly from one model year to the next, I-CAR says. Complicating things further is new vehicle technologies are being introduced all the time. I-CAR reports more than 200 vehicle debuts or redesigns are planned for the next three years alone, many of which will have new safety technologies and new lightweight designs that will demand new collision repair procedures.
How often repair techniques are updated vary significantly from vehicle make to vehicle make and even model to model, I-CAR’s Bartanen explains. “We’re in pretty constant contact with manufacturers – almost on a weekly or daily basis in some situations.”
A repair shop doesn’t really know what it’s doing to a vehicle if it’s not following the most up-to-date repair techniques and the most up-to-date tools and equipment, he says.
3. SHOP SIZE AND AGE
When selecting a body shop, fleets should consider the size of the business and how long it has been in operation.
Sherwin-Williams’ Meyer says established shops “typically have a seasoned and trained technical staff, a solid reputation and the right equipment to get the job done. However, just because a shop is new, doesn’t mean that it’s not the place to go. In many cases, a new shop has all of the latest and greatest equipment, which draws experienced technicians to want to work there.
“The key is to visit the shop and make sure they have the equipment, trained technicians and space to complete the repairs you are in need of.”
Meyer says the size of the shop, alone, should not influence a decision to have body work done, noting some of the best operators in the industry are often the leanest and able to complete repairs in less space due to their efficiency.
He urges fleet managers to consider a shop’s ability to meet the volume of heavy repairs because every day a vehicle is off the road, it’s not generating revenue for the company.
The time required to make repairs is essential, Record360’s Skinner agrees.
“A big shop is going to be set up for volume, therefore you will be able to get your work done quickly, and they are more likely to be able to get you in sooner,” he says. “A smaller shop will handle less volume and work more on a scheduling system and might not be able to get your vehicle done in a time manner.”
BTB’s Smith notes the size of the body shop isn’t as important as the amount of money invested into the business and its tools and equipment.
4. QUALIFICATIONS
I-CAR encourages fleets to ask questions about the qualifications of a body shop, and the technicians working there, before having body work done to a vehicle. These questions include:
- Does the business have the Gold Class plaque in their lobby or a current Gold Class logo on the front door?
- Does the shop have the ASE Blue Seal Certification, Auto Glass Replacement Safety Standard (AGRSS) certification, OEM certifications or other industry specific certifications?
- Is the staff friendly, courteous and willing to answer questions?
- Is the facility clean and well organized?
- Does the shop have modern equipment like a three-dimensional measuring system, a paint-mixing system and a spray booth?
- Have the technicians received additional training from equipment suppliers.
5. VEHICLE TYPES
When selecting a collision repair shop, I-CAR officials recommend considering whether the facility has experience with the specific vehicle in need of work. That’s because different manufacturers use different construction materials that require different repair procedures.
According to I-CAR, a growing number of automotive manufacturers require the Gold Class designation, or mandate that I-CAR training be completed by their network partners.
6. THE RIGHT TOOLS
Chief officials note that a body shop with quality technicians, a productive shop with solid work processes, an accurate estimating process and a great reputation can fail if the facility is not equipped with the proper tools and equipment.
There are three pieces of equipment that serve as the foundation of any body shop and are must-haves to properly service vehicles, VSG’s Holland says. They are a measuring system, spot welder and frame rack, and none should be outdated.
- Measurement systems
The measuring system is used to determine which areas of the vehicle are out of position after a collision, Chief officials explain. This is important because damage is rarely limited to the point of impact, as many modern vehicles are designed to transfer collision forces around the passenger compartment.
“A system that measures the entire vehicle, like Chief’s LaserLock Live Mapping system, ensures that no hidden damage will go unnoticed,” VSG’s Holland says. “An advanced measuring system will also enable a shop to provide you with a comprehensive pre-repair estimate for better planning purposes.”
- Spot welders
To ensure a vehicle is returned to OEM specs properly, Chief officials say an OEM-approved spot welder must be used. Spot welders that feature automatic modes can speed up the repair process or make up for a technician’s lack of skills.
- Frame racks
A frame rack’s capabilities play a big role in determining if a shop can accept a job or if the work has to be turned down. Because not all frame racks are built to handle the same vehicles, make sure a shop is equipped with a rack that has enough capacity to lift the vehicles in need of repair, VSG’s Holland says.
- Other tools
Other tools that successful body shops have access to include:
- Aluminum welders.
- Aluminum workstations.
- Multi-point pulling equipment.
- Structural holding equipment.
- Fume extractors.
- Rivet guns.
- Slide hammers.
- Hammers and dollies.
- OEM-specific tools.
- MIG welders.
- Plasma cutters.
- Dent pullers.
- Organizing systems.
7. SERVICES
Fleets should seek quotes from multiple body shops before getting any work done, Record360’s Skinner says. “You always want to make sure that you are getting a fair price, and this is the best way to make sure you do not get overcharged. Keep in mind that the cheapest is not always the best.”
He says the drawback of gathering multiple estimates is the amount of time it takes to acquire them.
Skinner also recommends asking the body shop if they have fire and theft insurance, so that a fleet’s vehicle is covered while in the shop.
While seeking out specialists can be beneficial for certain jobs, BTB’s Smith says it is not always necessary. “In standard body work, every body shop should be able to get a vehicle in and bring it back it its pre-accident condition – not only structurally, but cosmetically.”
When it comes to refinishing, “look for shops that use quality and innovative paint products,” says Dan Szczepanik, marketing director for commercial segments at Sherwin-Williams. Better products mean better paint jobs, and they typically have better training for shop painters and technicians.
As an example, he notes Sherwin-Williams’ Genesis G4 provides a seven-year repair warranty and “features attributes that painters really like, inasmuch as it’s easy to mix, easy to spray, fast-drying and OE-certified all the way up to Class 8 trucks.”
Furthermore, Szczepanik says fleets should expect a shop to guarantee its work in respect to their paint companies’ guarantee, and all repairs should be accompanied by an itemized receipt. “This is the best way to know that the repair is being done properly and that you’re paying appropriately for the repair.”
VSG’s Holland points to cycle time as a body shop’s most important service because a fleet needs its vehicles on the road to remain profitable. “The faster a repair can be processed, the faster you can get the vehicle back on the road.”
